Batool Daghlas
Shift Lead – After Hours Incident Manager
Amman (Willing To Relocate To Duba,UAE)
Summary
Shift Lead and After Hours Incident Manager with over 3 years of hands-on experience at Cisco (via Estarta), specializing in IT service management, incident response, and cross-functional coordination across global operations. Proven track record in reducing resolution times, improving service reliability, and maintaining business continuity during high-impact incidents. Adept in applying ITIL frameworks, conducting root cause analysis, and delivering clear stakeholder communication. Currently leading Cisco’s after-hours incident operations and supporting the team as Deputy Team Lead. Actively seeking new opportunities in Dubai to contribute agile response strategies and global best practices within leading tech environments.
Overview
6
6
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Shift Lead – After Hours Incident Manager
Cisco (via Estarta)
05.2022 - Current
- Lead the after-hours operations for major incident management across all Cisco regions globally.
- Ensure timely escalation and resolution of high-priority incidents.
- Communicate with technical teams and stakeholders to maintain service continuity.
- Provide post-incident documentation.
- Provide guidance to team members, allocate tasks, and support shift handovers.
- Additionally support the team as Deputy Team Lead, mentoring peers and coordinating internal tasks.
Customer Service Executive – VIP Clients (US & Canada)
Aramex
06.2021 - 05.2022
- Supported high-profile US and Canadian clients in managing logistics requests and escalations.
- Delivered personalized solutions to maintain high satisfaction and retention.
- Coached and mentored junior team members, contributing to their professional growth and development.
Customer Service Executive – DPD Duty & Tax Collection Team (UK)
Aramex
01.2021 - 06.2021
- Managed customs clearance and tax-related customer interactions.
- Coordinated with internal teams for timely problem resolution.
Contact Center Executive
Aramex
04.2019 - 12.2020
- Handled a high volume of customer calls and managed complaints effectively.
- Provided training to new joiners and supported the preparation of team reports.
Education
Bachelors Degree - Economics
Hashemite University
Az Zarqa, Jordan05.2018
Skills
Incident Management & Escalation
Certification
ITIL Foundation (in progress)
Additional Information
- LOYAC Jordan – Since 2016
- SADEEQ (Queen Rania Hospital Project) – Since 2018
Timeline
Shift Lead – After Hours Incident Manager
Cisco (via Estarta)
05.2022 - Current
Customer Service Executive – VIP Clients (US & Canada)
Aramex
06.2021 - 05.2022
Customer Service Executive – DPD Duty & Tax Collection Team (UK)
Aramex
01.2021 - 06.2021
Contact Center Executive
Aramex
04.2019 - 12.2020
Bachelors Degree - Economics
Hashemite University